Customer Engagement Specialist

Shaw Industries; Oregon; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Life insurance and disability coverage

Tuition reimbursement

Employee assistance program

Health savings account

Paid Time Off

Parental Leave

401K and Retirement Plans

Product discounts for employees

Adoption assistance

Shaw Family Health Center (Dalton, GA,

And much more

Job summary

Shaw Industries Ltd. is seeking a Customer Engagement Specialist to enhance the Residential segment by delivering exceptional customer experiences.

You will process orders, provide tailored information, and proactively address issues while logging interactions in CRM systems such as Salesforce. The role requires a High School Diploma and experience with an Order Entry platform and MS365, with the ability to multitask across applications in a remote, US-based setting.

Qualifications

• High School Diploma is required.
• Experience: proficient with an Order Entry platform.
• Experience: knowledge of MS365.
• Technically savvy; comfortable operating multiple applications (mainframe/PC Windows).
• Strong work ethic with good attendance and service mindset.

Responsibilities

• Create meaningful interactions for customers and sales team with professionalism and empathy.
• Serve as the first point of contact with customers in a fast-paced, growing business.
• Maintain a high level of first-call resolution.
• Log all interactions in Salesforce or other CRM.
• Resolve customer issues across Distribution, Planning, Sourcing and Product systems.
• Manage high volume interactions across multiple channels (phone, email, etc.).
• Heighten customer satisfaction through prompt, efficient, courteous service.
• Clarify issues, research solutions, and collaborate on unresolved problems.
• Own service interactions and strengthen customer relationships.
• Maintain professional oral and written communication.

Skills

Communicate Effectively

Build Customer Satisfaction

Apply Work Standards

Solve Problems

Adapt and Change

Education

High School Diploma

Tools

MS365

Order Entry platform

Salesforce.com

Job description

Customer Engagement Specialist

Position Overview

Enhance the Residential business segment's value proposition by consistently delivering exceptional customer experiences. This involves efficiently processing orders, offering tailored solutions, supplying precise information, and proactively addressing any arising issues.

Essential Job Duties

• Create meaningful interactions for both our customers and the sales team by exemplifying professionalism, empathy, and a customer-focused approach.
• Serve as the first point of contact between our company and our customers in a fast-paced, changing, and growing business.
• Strive to maintain a first call resolution (no holds/ no transfers) on each interaction.
• Utilize Salesforce.com (or other CRM solution) to log all interactions.
• Utilize resources to resolve all customer issues including Distribution, Planning, Sourcing, and Product systems.
• Exceed measurement goals by maintaining an elevated level of proficiency of process and performance while managing a high volume of interactions via a variety of multimedia channels (i.e. telephone, e‑mail, etc.).
• Enhance our organization’s reputation by heightening customer satisfaction through prompt, efficient and courteous service.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; collaborating on unresolved problems.
• Integrate personal ownership of service that adds value to customer interaction and the relationship with our company.
• Maintain a level of professionalism in all oral and written communication.

Competencies

• Communicate Effectively
• Build Customer Satisfaction
• Apply Work Standards
• Solve Problems
• Adapt and Change

Position Requirements

High School Diploma required

Experience: Currently proficient in Order Entry platform

Experience: Knowledge of MS365.

A strong candidate will be technically savvy and comfortable operating several applications simultaneously (a mainframe and PC Windows-based environment, including electronic mail systems).

Exhibit high level of patience, service commitment and initiative to solving problems.

Must have a strong work ethic and sound work habits including good attendance, goal driven to exceed expectations and strong service mentality toward customers.

Prefer Skills

• Remote Customer Support/Call Center Experience
• Experience handling inquiries, complaints, and escalations
• Strong analytical and problem-solving skills with the ability to identify root causes and implement solutions
• Excellent verbal and written communication skills, with active listening skills and the ability to explain information clearly and professionally
• Strong organizational and time management skills with the ability to anticipate customer needs and consider solutions beyond the immediate request. Identify root causes and implement solutions
• Strong computer navigation skills with the ability to quickly learn and adapt to new systems, processes, and technologies.

Location

Remote

Hourly Grade

P17

Position Hours

11:00AM - 8:00PM EST

Remote Work Requirements

Reliable Internet Connection:

• Must have a high-speed, wired internet connection (minimum 10mbps download / 3mbps upload) with no data limitations or restrictions.

Workspace Setup:

• A defined, ergonomic workspace is essential, free from distractions, to ensure a professional and effective work environment.

Availability:

• Remote employees must be available to work during inclement weather, emergencies, and be open to mandatory overtime or schedule adjustments as needed.

Shaw benefits include

• Medical, dental, and vision insurance
• Life insurance and disability coverage
• Tuition reimbursement
• Employee assistance program
• Health savings account
• Paid Time Off
• Parental Leave
• 401K and Retirement Plans
• Product discounts for employees
• Adoption assistance
• Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations)
• And much more

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo and more.

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide.

Work Shift8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.